TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. view of customers by accumulating data from the various touch points that a customer may use to contact a company. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Avaya

APRIL 10, 2019

In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. 25% reduction in agent turnover. AI is finding a comfortable home in the contact center. In fact, those transformations already have begun.

Contact Center 71

Contact Center voip Virtual Agent Analytics 71

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. “The 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. Soon, every contact center will be deciding which conversations stay with live agents and which conversations should be automated by an AI-powered virtual agent. Why SmartAction?

Self service 80

Self service Virtual Agent Contact Center Customer Support 80

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 31, 2018

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions.

Contact Center 59

Contact Center Virtual Agent Construction Education 59

SmartAction

MARCH 15, 2019

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. Enterprise Connect will be held from March 18 to March 21 at the Gaylord Palms Resort and Convention Center in Orlando, Florida.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8

Liveops

FEBRUARY 28, 2019

When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contact center organization or professional can accept. Liveops agents also learn to leverage our industry-leading security platform. Liveops won SILVER for Contact Center or Customer Service Outsourcing Provider of the Year.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. If a solution or investment also contributes to agent engagement and retention, it’s even better.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Why should you consider using AI in your contact center? Or is the opposite true? What are the best approaches to implementing AI?

Contact Center 64

Contact Center Virtual Agent Self service Coaching 64

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Contact center WFO revenue grew at an even faster rate, 12.1%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. There were also some other noteworthy and news making announcements for individual members of the Creative Virtual team this year. Congratulations!

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Balto

JULY 5, 2023

The contact center is no different. Here’s the truth: The march of progress means at some point, human agents will likely be mostly replaced and automated by AI. You can prepare your contact center for an AI-powered future by implementing new strategies in the present. But we’re not there yet. So what’s next?

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

TechSee

MARCH 13, 2018

In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. We will be watching these up-and-coming AI trends closely in 2018, and so should you. Virtual Agents.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Fonolo

JANUARY 17, 2018

Virtual Agent. Calling chatbots “virtual agent” is actually doing virtual agents an injustice, so please stop doing this. Virtual agents actually have a much broader use. Virtual Assistant. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Chatbots 125

Chatbots Interactive Voice Response Virtual Agent Contact Center 125

SmartAction

NOVEMBER 7, 2018

Leading analysts name SmartAction as the top solution provider for contact center leaders looking for an AI-powered solution to automate voice and chat conversations handled by live agents. SmartAction’s Omni-bot feature helps businesses put omnichannel CX at the center of their customer support strategies.”.

Self service 40

Self service Virtual Agent Contact Center Consulting 40

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. between 2017 and 2018 (as of July 31, 2019). 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b Recognized 80% growth in bookings over 2018. SmartAction’s 2019 Momentum Highlights. About SmartAction.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. Understand top tier contact center operations and benefits. More Blogs Menu. Free your Phone!

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

DMG Consulting

OCTOBER 4, 2018

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions. Knowledge Management in the Era of AI. By Donna Fluss.

Management 72

Management Virtual Agent Gamification Technical Support 72

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. billion for the first half of 2018.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

SmartAction

AUGUST 5, 2019

DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. We realized a couple of years ago that we could no longer grow our contact center at the same rate in which we were growing our sales. Q: At what point did you begin looking at automation?

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

DMG Consulting

FEBRUARY 15, 2018

Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. Donna Fluss ( donna.fluss@dmgconsult.com ) is the president of DMG Consulting, a provider of contact center, analytics, and back-office market research and consulting.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Interactions

DECEMBER 18, 2019

More and more companies are recognizing the importance in cultivating customer relationships and trust throughout the customer journey, including providing services through the contact center. AI and Agents: Better Together. Lisa Michaud, Senior Product Manager. Mike Fuller, Senior Manager, Channel and Field Marketing.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

SmartAction

NOVEMBER 12, 2018

SmartAction is compatible with key Avaya contact center solutions. SmartAction’s AI-powered virtual agents automate conversations that live agents handle today. The solution is now compliance-tested by Avaya for compatibility with the Avaya Aura® platform for contact centers 7.1 Additional Resources.

Virtual Agent 40

Virtual Agent contact center solutions Contact Center Enterprise 40

DMG Consulting

MARCH 9, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Contact center WFO suites have been steadily enhanced and expanded over the past decade, transforming into analytics suites. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48